New Information Technologies and Other Pertinent Issues Impacting the Strategic Dimension of CRM for Business Excellence

2011 ◽  
pp. 149-173
Author(s):  
Sudhakar Kuppuraju ◽  
Girish Subramanian
Keyword(s):  
Literature Review ◽  
Exploratory Study ◽  
Information Technologies ◽  
Relationship Management ◽  
Customer Relationship ◽  
Retention Rates ◽  
Optimal Solutions ◽  
Business Excellence ◽  
New Information ◽  
The Subject

Recent interest in relationship management and relationship marketing has led many firms to consider how to improve customer retention rates. The scope of the current chapter will be limited to an exploratory study of the technologies and relevant issues in the development and deployment of customer relationship management (CRM) applications for businesses, specifically those that would pertain towards impacting the strategic dimension of business and enable them to excel in delivering optimal solutions to customers. Future areas of research in CRM will be identified based on the literature review and observed trends in the subject matter. Based on available technologies, current issues in CRM and other pertinent issues, a conclusion will be drawn reflecting the authors’ opinion.

Customer relationship management and its impact on innovation: A literature review

2021 ◽  
Vol 129 ◽  
pp. 83-87
Author(s):  
Vicente Guerola-Navarro ◽  
Hermenegildo Gil-Gomez ◽  
Raul Oltra-Badenes ◽  
Javier Sendra-García
Keyword(s):  
Literature Review ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship

From Local Information Systems to Global Customer Relationship Management

2014 ◽  
pp. 299-305 ◽  
Author(s):  
Ulas Akkucuk
Keyword(s):  
Eastern Europe ◽  
Customer Relationship Management ◽  
Information Technologies ◽  
Relationship Management ◽  
Local Information ◽  
Customer Relationships ◽  
Customer Relationship ◽  
The World ◽  
Flow Of Information ◽  
Opening Up

Advances in computer and information technologies have been utilized by companies all over the world since the 1990s. Corresponding roughly to the same period, global trade has increased dramatically. The opening up of large markets like China and the Eastern Europe contributed to this trend. National companies turned global and had to manage operations in a number of different countries. Companies strived to maintain better customer relationships through CRM programs aimed at managing the flow of information, interacting with the customers, and in the end, formulating individualized offerings for them. Globalization has led to the development of the new notion of Global Customer Relationship Management as opposed to having independent local CRM programs operating in the subsidiaries. This chapter presents the issues facing the implementation of such Global CRM programs and provides the important conceptual frameworks proposed in the literature.

CRM 2.0 and Mobile CRM

2017 ◽  
pp. 322-342
Author(s):  
Tânia Isabel Gregório ◽  
Pedro Isaías
Keyword(s):  
Web 2.0 ◽  
Customer Relationship Management ◽  
Exploratory Study ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Mobile Technologies ◽  
European Level ◽  
Probabilistic Sampling ◽  
Crm 2.0

Companies are becoming more focused on customers and on new ways to approach them individually. Mobile technologies and Web 2.0 have been pushing companies to evolve in this area. This research is focused on the way Customer Relationship Management (CRM) systems are used, on a European level, by recruiting companies to assist candidates in finding a satisfactory job. A framework is presented to identify how CRM 2.0 and mCRM (mobile CRM) can help candidates to find jobs in a personalized way. A set of four hypotheses have been defined. To gain a better understanding of these CRM systems, the methodology used in the exploratory study was quantitative, employing a non-probabilistic sampling technique, with 35 recruiting agencies being studied. Results showed that the use of software in recruiting agencies is quite common and that CRM 2.0 is present in the vast majority of the studied companies. When it comes to mobile CRM, there's still much to be explored in this channel, as agencies focus their resources on Web 2.0, leaving this channel's great potential of mobile CRM unused.

Semantic Technologies in Motion

2011 ◽  
pp. 1-22
Author(s):  
Ricardo Colomo-Palacios
Keyword(s):  
Information Technology ◽  
Real Estate ◽  
Information Technologies ◽  
Relationship Management ◽  
Customer Relationship ◽  
Semantic Technologies ◽  
Environmental Sciences ◽  
E Learning ◽  
Almost All ◽  
Areas Of Interest

Semantic technologies are evolving to reach a mature state. Given the importance of Information Technologies in general and Internet in particular to organizations worldwide, these technologies can provide enhanced functionality to both existing and future solutions. This chapter provides an overview of the use of semantic technologies in several application domains, namely: construction & real estate, customer relationship management, e-government, e-learning, environmental sciences, health domain, human resource management, Information Technology, manufacturing, media and tourism, and cultural heritage. More than a hundred references are provided to support the idea that semantic technologies are applicable to almost all areas of interest.

scholarly journals Customer Relationship Management: A Review and Classification

2019 ◽  
Vol 7 (2) ◽  
pp. 187-210
Author(s):  
Mosa Alokla ◽  
Mais Alkhateeb ◽  
Muneer Abbad ◽  
Faten Jaber
Keyword(s):  
Literature Review ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Research Strategies ◽  
Research Papers ◽  
Academic Literature ◽  
Current State ◽  
Effective Components ◽  
Online Databases

This research identifies the effective components that influence the evolution of the concepts of customer relationship management (CRM) research strategies and to present the academic literature review and classifications of CRM. It provides an overview of CRM research and identifies the gaps in the previous CRM literature review. To achieve this, our research is based on the period from 2006 to 2010. Data is collected from 618 research papers on CRM for the 2006-2010 period as sourced from top online databases. The data are then analysed by capturing the keywords of articles to determine the different perspectives to the study of CRM. The components of CRM are then classified. The emerging schema is then used to review the literature. The results show the current state of the art in that period (2006-2010) for CRM research, the comprehension of CRM components, their categories and techniques.

scholarly journals Educación a distancia y aprendizaje personalizado adaptativo

2019 ◽  
pp. 8-14
Author(s):  
Agustín Francisco Gutiérrez-Tornés ◽  
Alejandro Canales-Cruz ◽  
Juana Inés Zambrano-Dávila
Keyword(s):  
Learning Process ◽  
Information Technologies ◽  
Methodological Problem ◽  
Specific Form ◽  
Point Of View ◽  
New Information ◽  
Educación A Distancia ◽  
The Subject ◽  
Real Challenge ◽  
The Way

The present work is situated in the field of virtual distance education and more specifically in one of the technologies, whose use has increased exponentially. They are the recommendation systems, which are now used in education as a complementary support in the platforms designed to provide learning resources in a more personalized way. The way in which students perceive, codify, remember, understand and solve problems is different between each one. This task has proved a real challenge, both logistic and theoretical, and the arrival of new information technologies is emerging as the most promising option to project and carry it out. The investigations that have been carried out specifically in the subject show a very marked methodological problem. The way in which its effect has been evaluated, especially in relation to the learning process, has not been from any point of view, rigorous or exhaustive. In general, they only resort to obtaining opinions from students about how they perceive that the use of such systems benefited this process. It seems important to know in greater depth and precision the way in which learning is enhanced with this specific form of technology.

scholarly journals Spotting The Elusive Prospect Customer: Exploratory Study Of A Web-Powered Customer Relationship Management Framework

2015 ◽  
Vol 31 (5) ◽  
pp. 1935 ◽  
Author(s):  
Myriam Ertz ◽  
Raoul Graf
Keyword(s):  
Customer Relationship Management ◽  
Exploratory Study ◽  
Web Mining ◽  
Opinion Mining ◽  
Relationship Management ◽  
Online Marketing ◽  
Customer Relationship ◽  
Homogeneous Groups ◽  
Fine Grained ◽  
Managerial Implications

Research on how Web-Mining (WM) optimizes marketing, is sparse. Especially absent, is research on WM usefulness for Customer Relationship Management (CRM). The purpose of this research, is to propose a Web Mining-enabled knowledge acquisition framework for analytical CRM. An exploratory study consisting of eleven in-depth interviews with marketing scholars and practitioners revealed that, WM methods and techniques - currently available to practitioners - are well-suited for identifying the profile of web prospects according to their browsing behaviour and to classify them into homogeneous groups. Besides, the nascent technologies regarding opinion mining, sentiment analysis or natural language parsing, and which underlie WM, seem sufficient to acquire knowledge pertaining to attitudinal and other more psychometrically-based characteristics about web prospects. Such tools enable to better understand the so-often termed elusive prospects, by crafting fine-grained online marketing strategies to acquire those would-be customers. The authors discuss the managerial implications that derive from these findings.

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